I bought two new computers and I'm not finding on my microsoft account

Hi Mike McCool,

Thank you for reaching out to Microsoft Q&A forum. I completely understand how inconvenient it feels when your new computers don’t appear in your Microsoft account.

This usually happens because the devices aren’t fully linked yet—either they’re signed in with a different account, Windows hasn’t finished activation, or sync settings are turned off.

Let’s go through a few steps together to fix this:

Step 1: Confirm Your Microsoft Account

On each computer, open Settings > Accounts > Your info and make sure you’re signed in with the same Microsoft account you use at https://account.microsoft.com.

Step 2: Check Windows Activation

Go to Settings > System> Activation. If Windows isn’t activated yet, follow the prompts to complete activation.

Step 3: Turn On Sync

Navigate to Settings > Accounts > Windows backup > Remember my preferences.

Under Sync settings, make sure Remember my preferences is turned on. This ensures your device information syncs with your Microsoft account.

Step 4: Verify Internet Connection

Ensure both computers are connected to the internet. A stable connection is needed for the devices to register.

Step 5: Add the Device Manually

If the computers still don’t appear, you can add them manually:

1. Sign in to https://account.microsoft.com/devices.
2. Click Register device.
3. Follow the on-screen instructions to register your computer.

Please keep me posted on how it goes, and feel free to reach out if you need any further assistance. 

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Hi Mike,

The device page has not been working properly for a month; I have seen many reports of the same.

Perhaps you could wait a week and then check if the device appears. Also ensure at least 500MB space is there on your Microsoft account.

I hope you find this information useful. If you have any more questions, don't hesitate to reach out. Otherwise, please take a moment to accept the answer. Wishing you good luck!

This is a very common situation, especially when setting up new devices.

The most likely reason this is happening is that the subscriptions were activated using a different Microsoft account than the one you are checking online.

The pre-installed M365 license attaches itself to the first Microsoft account you use to sign in to an Office app (like Word or Excel) on that new computer.

Here is how you can find out exactly which account the license is on.

1. Check the Account on the Laptops

You must do this on each of the new HP laptops:

1. Open any M365 application (like Word or Excel).

Click on "File" in the top-left corner.

In the menu on the left, click on "Account".

Look under the "Product Information" section. You should see the M365 product name and a line that says "Belongs to: [******@address.com]".

That email address is the exact Microsoft account that holds the license for that computer.

2. Log in with the Correct Account

Now, go to the Microsoft account website: account.microsoft.com/services

Sign in using the exact email address you found in the "Belongs to:" section on your laptop. Once you log in with that account, you will see the subscription listed.

What to Check Next

Did you use two different accounts? It's possible you accidentally used one account on the first laptop (e.g., ******@hotmail.com) and a different account on the second laptop (e.g., ******@gmail.com). If so, you now have two separate subscriptions on two separate accounts.

Did you use the same account for both? If you used the same Microsoft account to activate M365 on both new computers, that's perfectly fine. A single M365 Personal subscription allows you to be signed in on up to 5 devices. The license from the second computer would just extend the subscription you already had from the first.

If you check the "Account" section in Word and it's the correct email, but the subscription still isn't showing up online, the next step is to run an official Microsoft tool.This is a very common situation, especially when setting up new devices.

The most likely reason this is happening is that the subscriptions were activated using a different Microsoft account than the one you are checking online.

The pre-installed M365 license attaches itself to the first Microsoft account you use to sign in to an Office app (like Word or Excel) on that new computer.

Here is how you can find out exactly which account the license is on.

1. Check the Account on the Laptops

You must do this on each of the new HP laptops:

Open any M365 application (like Word or Excel).

Click on "File" in the top-left corner.

In the menu on the left, click on "Account".

Look under the "Product Information" section. You should see the M365 product name and a line that says "Belongs to: [******@address.com]".

That email address is the exact Microsoft account that holds the license for that computer.

2. Log in with the Correct Account

Now, go to the Microsoft account website: account.microsoft.com/services

Sign in using the exact email address you found in the "Belongs to:" section on your laptop. Once you log in with that account, you will see the subscription listed.

What to Check Next

Did you use two different accounts? It's possible you accidentally used one account on the first laptop (e.g., ******@hotmail.com) and a different account on the second laptop (e.g., ******@gmail.com). If so, you now have two separate subscriptions on two separate accounts.

Did you use the same account for both? If you used the same Microsoft account to activate M365 on both new computers, that's perfectly fine. A single M365 Personal subscription allows you to be signed in on up to 5 devices. The license from the second computer would just extend the subscription you already had from the first.

If you check the "Account" section in Word and it's the correct email, but the subscription still isn't showing up online, the next step is to run an official Microsoft tool.